I recently went into a pet store 10 minutes before closing to pick up some treats for my cat. I had never been in this store before and was a little overwhelmed with the store size and where to start looking. Three salesclerks were huddled together talking, completely unaware and not caring that a customer had just walked into the store. I finally walked up to them and excused myself for interupting them and asked where the cat treats were. One girl waved her arm in the general direction and said "over there, on isle 5".
My first thought was that I would never go into that store again. They just lost a customer for life. How very different the story could have been!
Several years ago, my company started a morning "Huddle" at 8:00. The rules are that it only takes 5 minutes from the start of our day, but we read a daily Customer Service script, announce guests and customers who might be coming in for the day and any general announcements.
It has been truly amazing how this one simple thing has brought our "team" together for the good of our customers and has made us keenly aware of how we are treating people and whether we are making customers for life. We look forward to starting our day with our "Huddle" routine.
If you have a team of only a few people, give it a try and see what happens!
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